Customer Service Representative

Hanscom Federal Credit Union; Chestertown (MD); On-site; USD 24,000 - 30,000; Full time

Job summary

Hanscom Federal Credit Union is seeking a Customer Service Representative to join the Fleetwood Insurance Group. You will handle policy changes, billing questions, and service requests while maintaining a high level of member service and accuracy.

The role requires 1 year of customer service experience, clerical skills, and proficiency in Microsoft Office. This is a full-time, on-site position with competitive benefits and opportunities for growth within the organization.

Qualifications

• At least 1 year of customer service experience required.
• Clerical Office experience preferred.

Responsibilities

• Process policy changes, cancellations, and other service requests as instructed by the Account Manager.
• Follow up on pending cancellations and policy lapses, including final-stage notification to insureds.
• Document material client discussions and carrier communications; follow up in accordance with department standards.
• Issue insurance ID cards.
• Assist Account Managers and Assistant Account Managers as needed.
• Assist clients with billing questions and coordinate follow-up as needed to support accurate and timely resolution.
• Provide coverage for other CSRs when necessary.
• Perform other related servicing duties as assigned.
• Maintain professional competence through continuing education, carrier resources, and industry knowledge relevant to risk analysis and client advice.
• Follow applicable insurance laws, agency policies, BSA responsibilities, and Fleetwood Insurance Group ethical standards.

Skills

Detail-oriented

Service-focused

Written and verbal communication

Organizational skills / time mgmt

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

It’s an exciting time to be at Peoples Powered by Hanscom Federal Credit Union & Fleetwood Insurance Group!

As a member of our Insurance Group, you will join a dynamic team of purpose-driven individuals committed to delivering exceptional service to our members.

Who We Are – Hanscom Federal Credit Union

• Members-first – our members are our top priority. We make business decisions with our members at the top of mind.
• Integrity – we’re honest and committed to doing what’s best for our members and our company. What is right isn’t the same as what is easy.
• Teamwork – we are in this together and we all benefit from our success.
• Innovation – we identify new ideas for processes or products that will lead to positive changes and take the initiative to implement the changes.
• Empathy – we understand that communication starts by listening, understanding diverse perspectives, and caring about others’ sustained success.

What We Offer

$17.29/hr to $21.62/hr

Compensation for this position will be determined based on the candidate's experience, skills, and qualifications. Final pay may vary depending on factors such as prior experience, expertise, and specific requirements of the role. We are committed to offering competitive compensation and will discuss the final pay rate with candidates should an offer be made.

• A full-time, permanent position.
• Medical, Dental, Vision, FSA, 401(k), Student Loan Paydown, and paid Sick and Vacation time benefits.
• We are committed to fostering career growth and development – when you join our organization it’s not just a job.
• We look to develop your skills aligned to our business needs and help you progress in your career.

Who You Are – Customer Service Representative

You are a dynamic, detail-oriented, intuitive person with the ability to develop relationships, build rapport and become a trusted team member. You are able to provide everyone you assist or support with a high level of service, have strong organization and multi-tasking skills, and are searching for a rewarding career where you are valued and respected.

What You'll Do

• Process policy changes, cancellations, and other service requests as instructed by the Account Manager.
• Follow up on pending cancellations and policy lapses, including final-stage notification to insureds.
• Document material client discussions and carrier communications; follow up in accordance with department standards.
• Issue insurance ID cards.
• Assist Account Managers and Assistant Account Managers as needed.
• Assist clients with billing questions and coordinate follow-up as needed to support accurate and timely resolution.
• Provide coverage for other CSRs when necessary.
• Perform other related servicing duties as assigned.
• Maintain professional competence through continuing education, carrier resources, and industry knowledge relevant to risk analysis and client advice.
• Follow applicable insurance laws, agency policies, BSA responsibilities, and Fleetwood Insurance Group ethical standards.

Experience

Knowledge/Skills/Education Required

• At least 1 year of customer service experience required.
• Clerical Office experience preferred.

Knowledge/ Skills

• Detail-oriented, service focused, and able to communicate professionally both written and verbally.
• Effective organizational and time-management skills.
• Ability to organize work, handle multiple tasks, maintain attention to detail and follow-through.
• Proficient use of Microsoft Office.

Education/Certifications/Licenses

• A high school degree or equivalent.

Physical Demands/Conditions Required

Able to bend, sit, and stand to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, scanners, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to receive and deliver detailed information through oral and written communication. Must be capable of regular, dependable, and timely attendance.

Working Conditions

Work is performed in a climate-controlled, well-lit professional office environment with minimal noise.

Equipment Used

Standard computer and general office equipment to perform essential duties.

Mental And/Or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

• Must be authorized to work in the US **